How we handle exchanges, returns and refunds for wooden pallet orders.
Last updated: 01/01/2025
1. Scope
This policy applies to all wooden pallet products supplied by Pallet Go Vietnam (palletgovietnam.vn), including pine, acacia and rubberwood pallets, ISPM-15 export pallets and other items in our catalogue.
2. Conditions for Exchange / Return
You may exchange or return goods in the following cases:
- Products delivered do not match the type, size or quantity of the confirmed order
- Products are defective due to manufacturing (pest damage, cracks, breakage, out-of-tolerance specifications)
- Export pallets do not meet the promised ISPM-15 standard (missing or incorrect heat-treatment stamp)
- Products are damaged in transit due to the carrier's fault
3. Time Limits
- Standard pallets: within 48 hours of delivery
- ISPM-15 export pallets: within 7 days of delivery (for certification/stamp defects)
- Large orders (over 500 pallets): inspected and answered within 72 hours
4. Exclusions
We do not accept returns in the following cases:
- Pallets already used, or showing impact or scratch damage caused by the customer
- Pallets that have been cut, drilled, painted, logo-printed or otherwise customised (unless the fault is ours)
- Natural timber wear such as shrinkage or minor surface cracking within technical tolerance
- Claims filed after the time limits in Section 3
5. Return Process
- Step 1: Contact our hotline 0983 797 186 or email sales@icdvietnam.com.vn within the time limit
- Step 2: Provide order details, photos/video of the defect and a description
- Step 3: Our QA team verifies and responds within 24 working hours
- Step 4: We agree a resolution: replacement, top-up of shortfall, or refund
- Step 5: Defective goods are collected (if any) and replacements delivered within 3-5 working days
6. Refund Method
Where a refund applies, Pallet Go Vietnam transfers 100% of the value of the defective goods to the customer's bank account within 3-7 working days after inspection is completed.
7. Return Shipping Costs
- Manufacturer / carrier fault: Pallet Go Vietnam bears all costs
- Customer changes the requirement: the customer bears two-way shipping (only when agreed in advance)
8. Support
- Hotline: 0983 797 186 / 090 345 9186 / 090 5859 186
- Email: sales@icdvietnam.com.vn
- Zalo / RFQ: request a quote